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Director Contact Center Site

Lowe's Companies, Inc. · Mooresville, NC · 1 mo ago
OTHR$133k–$223k/yrFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Must not include Job ID etc. Remove boilerplate. We need to parse the posting. Content: - Intro: "Innovate Remotely This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions." This is about remote nature; could be part of About the role? Probably "About the role" section. - "Your Impact" paragraph: description of purpose. Could be part of About the role or maybe separate "Your Impact". But we only have allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content accordingly. - "What You Will Do" list of duties: many bullet-like sentences. Should go under Responsibilities as
  • . - Minimum Qualifications: list of qualifications. Should go under Requirements? Or Qualifications? The spec says we can have Requirements and Qualifications sections. We need to decide. Usually Requirements = minimum qualifications, Qualifications = preferred? But we have both Minimum Qualifications and Preferred Skills/Education. So we can put Minimum Qualifications under Requirements, and Preferred Skills/Education under Qualifications (or Skills). But we also have Skills section separate. The spec includes Skills as a possible heading. We could put Preferred Skills/Education under Skills. However we also have "Preferred Skills/Education" includes Master's degree, etc. Could go under Qualifications (preferred). But we have both Requirements and Qualifications allowed. Let's assign: - Requirements: Minimum Qualifications (the bullet list of years experience etc.) - Qualifications: Preferred Skills/Education (Master's degree, etc.) - Skills: maybe we could also include any specific skills? Not explicitly listed besides those in Preferred. Could combine. But we need to avoid thin sections. Let's see content: Minimum Qualifications list: - Bachelor’s degree Business or related field or equivalent years of experience in lieu of education requirement, if applicable - 11 Years Experience in Contact Center operations in lieu of degree - 8 Years Experience in Contact Center operations - 3 Years Experience managing direct and indirect reports within large teams - 3 Years Experience building relations across multiple programs - 3 Years Experience working closely with senior leadership (VP and above) - 3 Years Experience with accountability for a variety of support functions (e.g., facilities, security, community relations) That's a lot; we can put as
      . Preferred Skills/Education: - Master’s degree Business or related field - 3 Years Experience in retail management or working in a retail environment - 3 Years Experience working in multi-channel cross functional organization - 3 Years Experience building relationships across diverse geographies That's also list. Pay Range: "$133,200.00 - $222,500.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience." Also repeated later. Benefits: "For information regarding our benefit programs and eligibility, please visit our benefits page." Also later a URL. That's not specific benefits detail, just pointer. According to rule: do NOT create Benefits section unless posting actually states them. It does mention benefit programs but not specifics. It says "For information regarding our benefit programs and eligibility, please visit our benefits page." That's not specific benefit details. Should we include Benefits? The rule: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state benefit programs exist, but not details. Might be considered stating them? It says "For information regarding our benefit programs and eligibility, please visit our benefits page." That is a statement that benefits exist, but not listing them. I'd argue it's not specific benefit details, but it's still stating that there are benefits. However the instruction: "Prefer a few substantive sections over many thin ones." This would be thin. Likely we should omit Benefits section because no concrete benefits listed. Schedule: Not mentioned besides remote flexibility. No schedule details. So omit Schedule. Pay: we have pay range, so include Pay section. About the role: include intro and Your Impact paragraph. Responsibilities: the "What You Will Do" list. Requirements: Minimum Qualifications. Qualifications: Preferred Skills/Education. Skills: maybe we could omit if we used Qualifications for preferred. But we have Skills heading allowed; we could put any specific skills like "strategic planning, vendor management, financial management, workforce planning, partnering with IT/HR, etc." Those are in responsibilities. But better to keep Skills empty? Not allowed to create empty heading. So we could omit Skills section. Thus sections: About the role, Responsibilities, Requirements, Qualifications, Pay. Now need to format. Use

      for each section heading. Inside each section, use

      for prose,

      • for lists. We must not repeat job title. No mention of "Innovate Remotely" as heading; it's just part of intro. We need to preserve all substantive information; do not invent or summarize away detail. We need to include the remote flexibility statement: "This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions." That's part of About the role. Also "Your Impact" paragraph: need to include that prose. Thus About the role section will have two paragraphs: the intro sentence and the Your Impact paragraph. Now Responsibilities: list each duty from "What You Will Do". The list items are sentences starting with verbs. We'll put each as
      • . We must ensure we preserve all duties exactly as given. Let's extract them: - Ensures Lowe's customers are provided with consistent and differentiated services solutions that positively impact revenue and protect the Lowe’s Brand - Analyzes business results to bringing forward insights, critical observations, and recommendations to executives within the enterprise to improve operating environment and efficiency - Meets and collaborates with peers (other Contact Center Site Directors) to ensure consistency, share best practices and strategic insights, and to discuss opportunities for improvement within the Contact Center organization - Leads and actively participates in Lowe’s sponsored community events and initiatives representing the company where Contact Centers exist to maintain Lowe's positive brand image, core values, and presence within the community - Oversees and drives employee growth, development, onboarding, and staffing to provide a safe, engaging, organized, and proactive workforce and work environment as well as guides local Contact Center initiatives to provide optimal employee experiences - Interacts with Workforce Planning to coordinate staffing, location, timing, and program placement (inbound, outbound, phone, etc.), negotiating and collaborating to identify best fit across internal and third-party Contact Center operations - Executes, reviews, and provides guidance for all new or revised process/program additions or changes (i.e. facilities, security, lawn, and other programs), including third-party vendor relationship management, governance, performance management, contractual accountability, and continuous improvement - Manages financials and execution for the Contact Center including P&L, headcount, vendor financial and contractual commitments, and the efficient delivery of services by measuring utilization and adherence to workflow procedures and assignments - Partners with IT, HR, Workforce Management, third-party vendors, and other business organizations external to the Contact Center to ensure service excellence and alignment across customer support operations - Maintains support ratios to manage and/or reduce financial costs while providing adequate leadership by role for the Contact Centers Check for any missing: The original had "Ensures Lowe's customers are provided with consistent and differentiated services solutions that positively impact revenue and protect the Lowe’s Brand" (note capital B). We'll keep. Now Requirements (Minimum Qualifications) list: - Bachelor’s degree Business or related field or equivalent years of experience in lieu of education requirement, if applicable - 11 Years Experience in Contact Center operations in lieu of degree - 8 Years Experience in Contact Center operations - 3 Years Experience managing direct and indirect reports within large teams - 3 Years Experience building relations across multiple programs - 3 Years Experience working closely with senior leadership (VP and above) - 3 Years Experience with accountability for a variety of support functions (e.g., facilities, security, community relations) Note: The first bullet includes "or equivalent years of experience in lieu of education requirement, if applicable". Keep. Now Qualifications (Preferred Skills/Education) list: - Master’s degree Business or related field - 3 Years Experience in retail management or working in a retail environment - 3 Years Experience working in multi-channel cross functional organization - 3 Years Experience building relationships across diverse geographies Now Pay section: include the pay range sentence and note about starting rate may vary. Also the repeated line later; we should include only once. Thus Pay section:

        Pay Range: $133,200.00 - $222,500.00 annually. Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

        We should not include the link to benefits page. Now ensure we don't include any boilerplate like EEO, etc. Now output HTML fragment. Let's craft:

        About the role

        This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions.

        The primary purpose of this role is to lead, support, and direct the individuals involved in the execution of the Contact Center while maintaining a highly engaged workforce to ensure customer service excellence, achievement of shareholder metrics, and the retention of staff. This includes responsibility for strategic planning for the execution of Contact Center programs and initiatives, oversight of third-party Contact Center operations and vendor performance, overseeing all site-specific project work, and managing financials and budgets for their respective Contact Centers. This leader must inspire and empower employees around the Contact Center strategy and Enterprise vision so all employees understand the value of their contribution in accomplishing strategic goals.

        Responsibilities

        • Ensures Lowe's customers are provided with consistent and differentiated services solutions that positively impact revenue and protect the Lowe’s Brand
        • Analyzes business results to bringing forward insights, critical observations, and recommendations to executives within the enterprise to improve operating environment and efficiency
        • Meets and collaborates with peers (other Contact Center Site Directors) to ensure consistency, share best practices and strategic insights, and to discuss opportunities for improvement within the Contact Center organization
        • Leads and actively participates in Lowe’s sponsored community events and initiatives representing the company where Contact Centers exist to maintain Lowe's positive brand image, core values, and presence within the community
        • Oversees and drives employee growth, development, onboarding, and staffing to provide a safe, engaging, organized, and proactive workforce and work environment as well as guides local Contact Center initiatives to provide optimal employee experiences
        • Interacts with Workforce Planning to coordinate staffing, location, timing, and program placement (inbound, outbound, phone, etc.), negotiating and collaborating to identify best fit across internal and third-party Contact Center operations
        • Executes, reviews, and provides guidance for all new or revised process/program additions or changes (i.e. facilities, security, lawn, and other programs), including third-party vendor relationship management, governance, performance management, contractual accountability, and continuous improvement
        • Manages financials and execution for the Contact Center including P&L, headcount, vendor financial and contractual commitments, and the efficient delivery of services by measuring utilization and adherence to workflow procedures and assignments
        • Partners with IT, HR, Workforce Management, third-party vendors, and other business organizations external to the Contact Center to ensure service excellence and alignment across customer support operations
        • Maintains support ratios to manage and/or reduce financial costs while providing adequate leadership by role for the Contact Centers

        Requirements

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